What are the responsibilities and job description for the UCaaS Customer Success Specialist position at VOIP Networks?
The Customer Success Specialist is responsible for managing all inbound customers
phone calls and emails as they first enter the Customer Success Department. Selected
individual will receive, triage, and route incoming cases as well as take appropriate action.
on any urgent issue that requires immediate attention. The Customer Success
Specialist will also drive improvement in the structure and overall usage of this company's CRM and
phone systems.
Scope of the position:
- First point of contact for all inbound customer phone calls.
- Triage/assess all customer calls, determine appropriate internal resource to receive, and
ensure the call is routed appropriately.
- Monitor/Process all inbound support-related customer e-mails.
- Create support cases in CRM that provide clear, concise, and technically accurate
problem descriptions.
- Dispatch cases and set case priority according to handling guidelines.
- Set appropriate customer expectations
- Build customer loyalty and reduce Churn
- Take ownership and solve assigned registration issues
- Alert Customer Success management to any/all urgent support situations.
- Assist customers with capturing necessary data for troubleshooting - log files, product
versions, symptoms, etc.
- Assist with Customer Success Team projects as needed.
- Performs other duties as assigned.
- Backup Service Manager and other service staff as required to cover vacations, lunch, illness etc.
- Organize On Call schedule for technicians.
- Working hours: Monday through Friday 8:30Am – 5:00Pm
EDUCATION AND EXPERIENCE REQUIREMENTS
Any equivalent combination of education and experience, which provides the applicant.
with the knowledge, skills, and abilities required to perform the job, will be considered.
-- Experience in UCaaS preferred
-- 3 year call center experience required.
--Proficient with Microsoft Office Suite of products.
--Excellent organizational skills.
--Excellent customer service skills.
--Ability to work through problems with minimal help or supervision.
--Ability to prioritize appropriately and multitask.
--Excellent oral and written communication skills.
--Proven ability to follow documented processes and procedures.
--Ability to work independently as well as part of a larger team.
--Customer Focus - solicits and uses feedback for continuous improvement. Strives for
quality and excellence.
--Accountability - takes a no excuses approach to making things happen. Takes
responsibility for own actions and results.
--Teamwork - Actively assists to move the team toward the completion of goals. --Ability to adapt to changing work demands and requirements.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
Work Location: Hybrid remote in Cherry Hill, NJ 08034
Salary : $50,000 - $60,000